ProProfs Blog

OCTOBER 13, 2020

How to Calculate First Contact Resolution Rate. According to Call Centre Helper, the industry standards for FCR rate usually range from 65% to 75%. But if that’s the case, then how can you increase the first contact resolution rate for your business? How to Improve the First Contact Resolution.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ). What are the different levels of risk?

industry standards 128

industry standards Engineering Enterprise Government 128

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. How to Use Data to Improve Agent Performance. TIP: When implementing new processes or standards, ensure that expectations are clear among your agents. How to Give Feedback to Improve Agent Performance. Customer Satisfaction.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

ChurnZero

NOVEMBER 26, 2024

Here’s a comprehensive guide on how to create effective job descriptions for customer success and professional services roles. Use industry-standard titles where possible. This helps candidates understand the role expectations and how it aligns within the organization. 1: Ensure you have buy-in on the role.

SaaS 52

SaaS Upselling Enterprise industry standards 52

BlueOcean

DECEMBER 2, 2024

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Lumoa

FEBRUARY 20, 2018

At the same time, it's also an industry standard metric, which means you could benchmark the results. Analyze the feedback How to analyze customer feedback if you receive 5000+ individual comments per day? How to analyze customer feedback in different languages?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ClientSuccess

SEPTEMBER 28, 2020

Increase NPS scores: NPS and other industry standards can impact a brand’s reputation and image to customers, prospects, and partners. The post How to Get Executive Buy-In for Customer Success Software appeared first on ClientSuccess. You can learn more about driving executive buy-in for customer success software here.

SaaS 105

SaaS industry standards Benchmark Accountability 105

Fonolo

AUGUST 25, 2020

How to Manage Customer Perception: A Complete Guide. Or perhaps you’re looking for information on how the general public perceives your brand in relation to your competitors. ” Sliding Scale and Semantic Differential Questions. What’s the point of your customer perception survey?

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

HGS

JULY 12, 2017

We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”. This solution has built-in analytics that identifies the top call drivers, enabling HGS to create how-to videos and improve the FAQs to better support customer inquiries.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. The post Measuring Customer Experience: How to Collect the Right Data and Act on It appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. What do you have to lose?

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

SharpenCX

MARCH 24, 2020

But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. So, how do you, as a contact center team, measure up to the rest of your industry? Let’s take a look at three popular contact center metrics to see how we can answer some of these questions.

industry standards 52

industry standards Metrics Call Center Wait times 52

Quality Contact Solutions

MARCH 22, 2021

Goal setting plays an integral role in determining how to implement an inbound call center program successfully. Industry standards for FCR typically fall between 70-75%, depending on your specific application. Chris leads by example and dedicates himself to teaching his team how to develop successful for their clients.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

Fonolo

DECEMBER 1, 2022

READ OUR FULL SOFTWARE PROCUREMENT GUIDE: How to Buy Contact Center Software. For a comprehensive overview of the topic, check out our most recent report on How to Buy Call Center Software. How to Buy Contact Center Software. READ OUR FULL SOFTWARE PROCUREMENT GUIDE: How to Buy Contact Center Software.

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Fonolo

SEPTEMBER 2, 2021

Call center benchmarks are necessary to drive performance and revenue, and can be used to compare a call center’s performance with industry standards. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them. How to Create a Call Center Performance Report. 4 important benchmark KPIs.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

TeleDirect

MARCH 14, 2025

How to improve FCR: Train agents to handle a wide range of customer inquiries. Teach agents how to handle difficult customers with empathy and patience. How to personalize customer interactions: Use customer data and call history to tailor responses. Compliance with industry standards helps maintain customer trust.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Callminer

JULY 22, 2018

challenges can include how to effectively manage and support customer service agents staffed all over the world. While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Fonolo

OCTOBER 23, 2018

Learn how to become an expert in Service Level Agreements (SLAs). How to Set a Winning Service Level. Meeting the Industry Standard of Service Level. By implementing a hybrid solution, both your customers and your bottom line will certainly thank you. Call Center 101: The Golden Rules of SLAs. Plus so Much More!

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Fonolo

OCTOBER 2, 2018

Using the information generated from the algorithm, the software can both alert the agent to signs of a dissatisfied customer and offer tips on how to handle the situation. How to Set a Winning Service Level. Meeting the Industry Standard of Service Level. Voice-Powered Technology and Customer Service Agents Can Co-Exist.

Call Center 90

Call Center Technology Self service industry standards 90

AWS Machine Learning

JANUARY 24, 2025

The main aspects of its security framework include: Access control This includes features such as: Fine-grained access control using AWS Identity and Access Management (IAM) Resource-based policies to control access to specific Amazon Bedrock resources Data encryption Amazon Bedrock offers the following encryption: Data at rest is encrypted using (..)

Best practices 108

Best practices Accountability industry standards Metrics 108

Fonolo

MARCH 17, 2022

Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Industry Report: State of the Contact Center 2022. Call center managers should have basic technical skills (or be willing to learn them) to figure out how to use and optimize call center technology.

Call Center 91

Call Center Management call center software Average Handle Time 91

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Many customers rank the quality of customer service teams on how fast they can resolve problems.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

BlueOcean

JUNE 26, 2018

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Outsource Consultants

MARCH 2, 2025

How to Evaluate Call Center Partners Assess Industry Experience Start your evaluation by examining the provider’s track record in your specific industry. For AHT, the industry standard is around 6 minutes, but this can vary depending on the complexity of calls.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

AWS Machine Learning

FEBRUARY 21, 2025

Prerequisites You need the following prerequisites before you can proceed with this solution. For this post, we use the us-west-2 AWS Region. It maintains the conversation state and handles the tool use workflow: # From bedrockutility.py

APIs 83

APIs Healthcare Consulting Consulting 83

aircall

OCTOBER 24, 2017

So no matter how urgent your queue time troubles feel, the first thing to do is take two steps back. This data will give you a helpful point of comparison against current industry standards and future team performance. Start by looking at your call volumes and wait times from the past few months.

Abandon Call 80

Abandon Call Wait times industry standards Interactive Voice Response 80

Outsource Consultants

SEPTEMBER 5, 2024

This benchmarking exercise will provide valuable insights into industry standards and help you assess the reasonableness of the proposed increase. Questions You Should Be Asking: How have you prepared for rate increase discussions in the past? Purpose: Understand how the proposed rate aligns with industry norms.

Benchmark 67

Benchmark outsourcing industry standards Consulting 67

Inbenta

DECEMBER 28, 2024

Data security : Does the tool adhere to industry-standard security protocols to protect customer data? Book a demo today The post How to get started with AI: A guide for businesses appeared first on Inbenta. User experience : Is the tool user-friendly for customers and customer service agents? Start Your AI Journey Today!

industry standards 52

industry standards Feedback Customer Experience Customer Service 52

TeleDirect

FEBRUARY 7, 2025

By outsourcing legal intake to a specialized call center , law firms can mitigate these issues while ensuring professionalism and compliance with legal industry standards. How Call Centers Improve Legal Intake Efficiency 1. Frustrated prospects who turn to competitors for quicker service. Lower operational costs.

Call Center 62

Call Center outsourcing industry standards Scripts 62

Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. The post Measuring Customer Experience: How to Collect the Right Data and Act on It appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Tethr

JUNE 22, 2021

Now that we’ve established what an effort score is, let’s take a look at how to measure it. How can I measure effort? Now that we know how to measure effort, let’s look at what to do with that information, once you have it. The post Understanding your customer effort score (and how to improve it!)

Customer effort 78

Customer effort industry standards Metrics Surveys 78

CSM Magazine

FEBRUARY 24, 2025

Encryption of data while in transit and at rest via industry-standard protocols avoids unauthorized use, whether data is kept in databases or communicated through emails. Phishing knowledge training is mandatory since workers should learn how to identify attempts at phishing, suspicious URLs, and imitation communications.

Engineering 52

Engineering industry standards Advertising Education 52

Outsource Consultants

MARCH 3, 2025

The key is finding a provider that not only meets industry standards but truly understands your business goals.” These key factors will guide you in selecting a financial services call center outsourcing partner capable of delivering exceptional customer service while meeting the unique demands of the financial industry.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

CX Global Media

AUGUST 27, 2018

At the time, I didn’t know how to go about acting on what their customer feedback revealed. At the time, I was ignorant to being able to navigate my way through these rough waters and learn how to find a course that was calm and sustainable. And those folks knew very little about contract center operations and our needs.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Lumoa

FEBRUARY 16, 2023

This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. Keeping up with industry standards or new trends. Feedback will reveal what customers want and how you can improve your products or services. Ready to dive in? Start your free trial today.

Feedback 88

Feedback Best practices Surveys Analytics 88

Avaya

NOVEMBER 2, 2016

And top of mind for every business today is how to solve challenges around the IoT and security, and the proactive measures we can take to adopt IoT innovations while also protecting our enterprises from cyber-attacks. We’re using industry standard technologies, leveraging IEEE Shortest Path Bridging (SPB) in the core.

Wireless 75

Wireless Transportation industry standards Government 75